At 4.5 hours after the case reaches the assignment, the SLA would have passed the goal and deadline, and entered the passed deadline period. The initial urgency is 15, the goal adds 10 (total 25), and the deadline adds
15 (total 40). After the passed deadline, the urgency increases by 10 every hour up to a limit of 10 events. By
4.5 hours, there would have been two passed deadline events, adding 20 to the urgency, leading to a total urgency of 60. References: Pega Platform Help - Service Level Agreements.